Guest Service Agent

MAIN DUTIES AND RESPONSIBILITIES:

• Satisfactorily communicate in English and /or any foreign language (Spanish, French, Japanese, or German) with guests, visitors, management, and co-workers to their fullest understanding, both in person and on the telephone.
• Provide legible communication and directions.
• Input and access data in the computer.
• Understand guest inquiries and provide responses.
• Promote positive relations with all individuals who approach the Front Desk and by telephone.
• Remain professional and courteous with demanding or difficult guests or situations, in order, to turn them to the positive.
• Focus on the guest's needs, remaining calm and courteous.
• Think clearly and quickly and make concise decisions.
• Prioritize, organize, and follow up.
• Work well under pressure on any arrivals and/or departures within any given period of time.
• Focus attention on details.
• Ensure security and confidentiality of guest and hotel information.
• Ensure security of guest room access.
• Remain stationary at assigned post for extended periods of time, standing or sitting.
• Work cohesively with other departments and co-workers as part of a team.
• Managed all reservation calls and inquiries directed to the hotel in a courteous and efficient manner.
• The accurate input of reservation information into the property management system, including but not limited to guest address, credit and billing information, travel agent information, and all special requests, in order to ensure a positive guest experience.
• A thorough knowledge of all hotel room types, room numbers, and rate structures.
• The maintenance of a file to include all reservation correspondence with regard to a central reservation service, groups, interdepartmental, and individual reservations to ensure proper backup if needed.
• The prompt and efficient handling of all reservation correspondence such as mail, faxes, or brochure requests.
• The handling of all guest inquiries in a prompt and courteous manner, whether personally or by directing the guest to the appropriate department.
• The working knowledge of all group profiles, such as room type needs and rate type needs and rate information for each individually arriving group.
• Maintain the integrity of all group blocks and pick-ups on a daily basis to maximize occupancy.
• Ability to satisfactorily communicate in English and /or any foreign language with guests, management and co-workers to their fullest understanding.
• Provide legible communication.
• Accurately compute valuable mathematical calculations.
• Familiarity with yield management and cost controls.
• Enforce hotel’s standards, policies and procedures with the Front Office staff.
• Create and maintain a positive work environment to ensure an excellent work relationship with other departments and to ensure the guest expectations.
• Be a clear thinker analyze and resolve problems pertaining to hotel standards.
• Prioritize and organize work assignments and delegate work.
• Direct performance of staff and follow up with corrections where needed.
• Train and motivate staff on a daily basis to maintain a cohesive team.
• Focuses attention on details by doing daily rounds of the guest rooms and public areas.
• Suggestively sell available rooms at highest rate possible.
• Remain professional and courteous with demanding or difficult guests or situations, in order, to turn them to the positive.
• Ensures security and confidentiality of guest and hotel information.
• Ensures that all special guest needs and expectations are met and exceeded.
• Prepares schedules, in order, to ensure budget expectations.
• Maintains excellent grooming and dress codes for all staff workers.
• Aware and practices safety and emergency procedures of the hotel.
• Use utilities and resources in a responsible manner to control wastage.
• Communicate relevant information to the department, your line manager and across departments, as appropriate.
• Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
• Attend learning and development courses and complete eLearning modules, as required.